Jr. Supervisor - Los Angeles, United States - Westlake Services, LLC

Westlake Services, LLC

Verified Company

Los Angeles, United States

6 days ago

Posted by:

Mark Lane

beBee recruiter

Description

Westlake Financial is the largest privately held auto finance company in the Nation.

We are committed to growing and strengthening our organization by hiring the people that make Westlake World (_our culture_) what it is.

Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors (_our people_).

With 30% YOY growth and assets of 2.26 Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry.

Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000 dealer partners throughout North America.

WESTLAKE WARRIOR |
Servicing Department Junior Supervisor
Under mínimal supervision, the Servicing Department Junior Supervisor assists the Management Team with overseeing the department.

This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing led support and complete other work as assigned.

DUTIES, TASKS, RESPONSIBILITIES_ (include, but not limited to):_**- Understand all department's services, procedures and guidelines and communicate to all team members.

Monitor live reports and communicate concerns when identified.
Monitor phone calls to ensure proper handling.
Maintain weekly and monthly account audits and call scoring.
Maintain accurate and current attendance.
Document all interactions with agents / Update coaching log.
Conduct regular review of call center agents' performance and organize training sessions for under performers.
Maintain continuous coaching and development of staff.
Complete weekly, monthly, and annual reviews of staff.
Communicate professionally with internal and external customers.
Coach agents through challenging customer calls, diffusing escalated conversations or stepping in to assist with actual calls when needed.
Directly supervises 15 or more employees in the Servicing Department.
Ability to work under pressure and consistently meet project deadlines.
Must be able to work a flexible schedule including weekends, evenings, and extended hours.
Light travel will be required.
Maintain confidentiality with personnel and management issues.
Reviews delinquent account records to determine which customers must be contacted for collection of overdue accounts.
Organizes collection workload according to degree and amount of delinquency and assigns accounts to workers for collection.
Monitors staff and recommends telephone techniques used by Collector.
Verifies accuracy of accounts.
Authorizes or refers accounts for repossession and legal actions against debtors.
Assists subordinates with collection activities in difficult cases.
Supervises and coordinates activities of clerical workers in related activities.
Determines work procedures, prepares work schedules, and expedites workflow.
Issues written and oral instructions.
Examines work for exactness, neatness, and conformance to policies and procedures.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
Prepares composite reports from individual reports of subordinates.
Adjusts errors and complaints.
Directly supervises 15 or more employees in the Servicing Department.
Carries out Supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.

KNOWLEDGE, SKILLS, LICENSES

Ability to interpret and explain policies and procedures to others.
Exercise sound judgment when making decisions.
Excellent organization and prioritization skills
Diffuse hostile callers
Develop and deliver training.
Ability to work under time constraints and daily deadlines.
Good interpersonal skills and teamwork awareness
Bilingual (Spanish) a plus
Must be able to maintain an 8hour shift; Flexible schedule required; must be willing to work overtime, weekends, and evening shifts.

EDUCATION